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Citizens Advice

The Citizens Advice service helps people resolve their legal, money and other problems by providing free, independent and confidential advice, and by influencing policymakers.

Every Citizens Advice Bureau is a registered charity reliant on trained volunteers and funds to provide these vital services for local communities.

Citizens Advice service strategy 2008 - 2011 cover


Inside a Citizens Advice Bureau

Trustees meeting
Photo of trustees holding a meeting in a bureau
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Inside a Citizens Advice Bureau

    1. Welcome
    2. Reception
    3. Information
    4. Waiting Room
    5. Giving advice
    6. Phone advice
    7. Outreach advice
    8. Campaigning for change
    9. Trustees meeting
    10. Training and support
  • Each Citizens Advice Bureau is an independent registered charity, governed by its own board of volunteer trustees, who are ultimately responsible for the service provided by the bureau.
  • Although day-to-day control is delegated to the bureau manager, trustees are ultimately accountable for the service the bureau provides. Trustees determine the strategic direction of the bureau, formulate policy and ensure that the bureau operates within its means and within the law.
  • Some bureaux also have PR/marketing volunteers who help raise the local profile of the bureau, and others have volunteer fundraisers who help to secure the financial security of the bureau.
 

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